This article covers advanced FAQs for when an Availability Status isn't behaving as expected.
Setup & Application
I've created an Availability Status but it isn't appearing on my Performances.
Availability Statuses are set at the Venue Plan level, not the Event. Creating one via the Event page does not apply it anywhere - it must then be applied to Performances:
In bulk, via the Performances page for the Event.
For a single Performance, either via the Performances or Box Office pages.
Can I use Availability Statuses on a GA Event?
No. Availability Statuses are only supported for Reserved Seating Venue Plans. For GA Holds, create a Hold Price Band on your Price Table, assign it a capacity, and release that capacity when you want the tickets on sale. See here for an example.
I've edited an Availability Status but the changes aren't showing on my Performances.
If you have edited an Availability Status via the Venue Plan Availability list, this creates a new set of seats for that Status, but it must be re-applied to Performances for the changes to take effect. Performances keep the version that was originally applied to them, not the edited original.
If you edit an Availability Status via the Box Office, this will pull through to the individual Performance page.
Holds That Won't Release
I can't remove a Hold from a seat via Box Office.
If you are selecting No Allocation, check whether the seat has more than one Availability Status applied to it.
If this is the case and the Status won't clear:
Note the Performance, seat reference, and the names of both Availability Statuses applied.
Try removing each Availability Status from the Availability page (the Venue Plan side) rather than Box Office.
If the seats still can't be released, contact Support with the details from step 1 and flag that the seat has multiple Statuses, so we can take a look.
Should I change the Availability Status on seats that have already sold?
Avoid it wherever possible. Removing or changing an Availability Status (for example, a Premium Status) on sold seats, especially if the seats are then exchanged, changes how those tickets appear in Reports.
This can mean that scheduled or overnight Reports no longer matches a rerun of the same Report, often by exactly the price of a ticket.
If you must change the Status on sold seats, expect Report figures for the affected period to shift. See Troubleshooting: Reporting for how this reconciles.
Seats Locked to a Discount
I've locked seats to a Discount but customers can't buy them.
Locking seats to a Discount via an Availability Status means those seats are only available when that Discount is applied. So the seats being unavailable to buy usually means the Discount is failing, not the Availability Status. Check:
The Discount's Channel Visibility includes the Channel the customer is using.
The Coupon Code is valid (dates, uses remaining).
The Discount is assigned on the Price Table in Discount Mode.
The customer is actually entering the code before selecting seats (or arriving via a Discount Link with the code in the URL).
Online Indicators vs Box Office
The availability indicator online is green, but Box Office shows the Performance is nearly sold out (or vice versa).
These two views are not measuring the same thing:
The availability indicator is a display setting on the online booking flow only. It never affects, and is not fed by, the Box Office page, so Box Office counts can't be used to predict the colour a customer sees online.
If the indicator is set to Price Band Capacity, the percentage is calculated against the seats banded by the Price Profile applied to that Channel, not the full Venue Plan capacity.
If a Price Profile only bands a small number of the seats available, then selling a couple of tickets still leaves around 90% of the banded seats available, and the indicator will correctly stay green even though absolute numbers are low.
Price Profiles applied at Performance level are the common cause of one Performance behaving differently from the rest of a run. If most dates show the right colour but one doesn't, check whether that Performance has its own Price Profile applied, and how many seats its Price Profile actually bands.
Where the indicator looks wrong, check:
Which capacity mode the indicator is using (Venue Plan Capacity vs Price Band Capacity) and the amber and red threshold percentages.
For the affected Performance, check for a Performance level Price Profile.
Calculate this combination - banded seats minus sold, divided by banded seats. If that percentage sits above the amber threshold, the green indicator is correct.
Capacities After a Mark Back
How can I see what's remaining per Price Band after a mark back?
The Performance page won't break remaining capacity down by Band once seats are held with an Availability Status.
Instead, build an Availabilities Report (or an Inventory Report) with the Filter Performance Id is: set to the Performance in question (the ID is at the end of the Performance page URL). This shows the remaining count per Price Band, which you can share with the venue or agent.